QTG operates an L2/L3 desk staffed by trading-platform engineers — cTrader, DXtrade, Match-Trader, TradeLocker — and the infra, PSP, and bridge specialists behind them. We answer the pager, run the incident, and close it with a written RCA.
When a platform bridge spikes, a PSP webhook drops, or a KYC provider 502s, you do not need a polite reply. You need an engineer at the keyboard, with the runbook open, before the next bar closes.
Technical Support runs L2 and L3 — the operator desk and the engineering on-call behind it. L1 trader-facing support is a separate service line; here we focus on the people running the firm.
The desk owns the full operator surface — execution bridges, money rails, identity, the platforms your team actually clicks, and the infra under all of it. One number to call, one team to call you back.
Every Sev-1 follows the same six stages. The desk does not close the ticket until the corrective actions are tracked. We track them ourselves, and you can see them.
Baseline SLA across the desk. Enterprise contracts tighten Sev-1 ack to 5 min and add named on-call rotations.
Pick the channel that matches the severity. The desk is the same; the pager is calibrated.
QTG’s technical support desk is run by the same engineering organisation that builds and operates Quant Suite — so the people answering your pager already know your stack.
Five archetypes pulled from active engagements. Each one is a real combination of surfaces, severity profile, and outcome the desk owns.
Pick the response profile that matches your stack. Move up at any time — the runbooks and on-call rotation scale without re-onboarding.
Everything we get asked in scoping. If yours isn’t here, ping us directly.
Tell us about your stack and incident profile, and we will scope the right desk — Standard, 24/7, or Enterprise — with the right SLA, the right rotation, and the right runbooks.